Shelf’s AI Knowledge Management System

by | Knowledge Management

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How important will an AI knowledge management system be in the future? Gartner’s 2022 Market Guide for Customer Service Knowledge Management Systems, by principal analysts Pri Rathnayake and Drew Kraus, reveals an eye-opening prediction:

  • “By 2027, 40% of knowledge management systems that do not include AI/ML-powered capture, authoring, curation, and contextualization capabilities will fail to meet operational and strategic goals.”

It’s clear that if you have not already invested in a KMS that harnesses AI/ML-powered capabilities, now is the time. Imagine a call center where agents have instant access to accurate information, customers enjoy swift resolutions, and productivity soars through the roof. Sounds too good to be true? Well, with an AI knowledge management systems (KMS), this vision can become a reality. Learn more about Shelf’s AI knowledge management system – the benefits and real-world results – in this article.

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The AI Survival Guide for Knowledge Managers Read this guide to future-proof knowledge management in the age of AI.

Top Benefits of Shelf’s AI Knowledge Management System for Call Centers

  • Increasing Productivity: Automate time-consuming tasks and reduce manual errors, freeing up your team to focus on more strategic activities.
  • Consistent Accuracy: Ensure uniform knowledge across your call center with automation and user-friendly processes.
  • A Collaborative Powerhouse: Foster collaboration and knowledge sharing among team members, departments, and locations with intuitive collaboration features.
  • AI-Driven Answers: AI-powered solutions provide accurate answers to agents quickly and easily, saving time and effort.
  • A Tailor-Made Solution: Knowledge automation solutions are highly flexible and can be customized to your organization’s unique needs, ensuring seamless integration into your existing workflow.
  • Real-Time Knowledge Updates: Implement changes and update your knowledge resources in real time, ensuring that your call center agents have access to the most up-to-date and accurate information.

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  • Scalability: Shelf’s AI-powered KMS is designed to grow with your organization, allowing for easy scaling and accommodating an expanding number of users, departments, and locations.
  • Seamless Integration with Existing Systems: Effortlessly integrate the KMS with your call center’s existing CRM, ticketing, and communication tools for a unified user experience and streamlined knowledge management.
  • An Elevated Customer Experience: Empower your agents with instant access to accurate and timely information, leading to efficient problem-solving, reduced wait times, and improved overall customer satisfaction.
  • Accelerated Training: Leverage AI-driven knowledge management solutions to streamline agent onboarding and training processes, ultimately reducing training time and cost.

Real-World Results from Shelf’s AI Knowledge Management System

Organizations that have implemented Shelf’s AI-powered KMS have experienced significant improvements in their call center operations, including:

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  • Reduced Average Handle Times: By using knowledge governance, tasks can be automated to keep content up-to-date and accurate everywhere a customer has a question and better-supporting agents. Shelf customers have seen a 20-second decrease in AHT.
  • Improved Deflection Rates: With digital assistants, IVR integrations, and an easy-to-use self-service portal, customers can help themselves, reducing the need to escalate calls to a live agent. Shelf customers have achieved a 40% deflection rate.
  • Increased KMS Adoption: By integrating Shelf into existing customer service workflows, it’s 10X easier for agents to provide the right answers to customers with AI and context-driven suggestions. Shelf customers have seen a 35% increase in agent adoption.
  • Increased Net Promoter Scores: With the ability to capture, manage, and maintain content in a cohesive knowledge experience, agents can quickly onboard and become experts. Shelf customers have achieved an 85% growth in their NPS over the course of 3 months.

Embrace the Future of Knowledge Management

By investing in Shelf’s AI-powered KMS, call centers can enjoy increased efficiency, improved agent productivity, and higher customer satisfaction, staying ahead of the competition in the ever-evolving business landscape of 2023.

Read more about our platform and request your demo today.


  • Gartner, Market Guide for Customer Service Knowledge Management Systems, Pri Rathnayake, and Drew Kraus, 20 September 2022


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